In an era where robocalls and spoofed calls are all too common, initiatives like STIR/SHAKEN are becoming increasingly important. To maintain the integrity of telecommunications and to ensure seamless customer engagement, understanding STIR/SHAKEN is vital. In this article, we will break down the basic concept of STIR/SHAKEN and delve into the process of token attestation.
What is STIR/SHAKEN?
STIR (Secure Telephone Identity Revisited) and SHAKEN (Signature-based Handling of Asserted information using toKENs) are frameworks designed to authenticate caller identities. Essentially, they are the industry’s answer to prevent Caller ID spoofing – a practice where callers disguise their identities by presenting false numbers to your Caller ID.
How Does STIR/SHAKEN Work?
The core of STIR/SHAKEN lies in digital certificates. When a call is made, the originating service provider uses a certificate to sign the call, confirming the caller’s right to use the presented number. The receiving service provider then verifies this digital signature to authenticate the caller’s identity.
Token Attestation: The Cornerstone of STIR/SHAKEN
Token attestation, a crucial aspect of SHAKEN, is the process by which the originating service provider assigns a level of trust, or an ‘attestation level’, to each call. There are three levels of attestation:
- Full Attestation (A-Level): The service provider confirms the caller’s right to use the presented number, and the call originates from their network.
- Partial Attestation (B-Level): The service provider verifies that the call originates from their network but cannot confirm the caller’s right to use the presented number.
- Gateway Attestation (C-Level): The service provider can only confirm that the call entered their network but cannot verify the source or the caller’s right to use the number.
Attestation levels provide receiving networks and subscribers a level of confidence in the call’s authenticity.
Implications for Businesses
For businesses, STIR/SHAKEN implementation is likely to impact the world of customer engagement significantly:
- Trust Restoration: By reducing Caller ID spoofing, STIR/SHAKEN can help restore consumer trust in Caller ID, enhancing customer engagement.
- Better Call Completion Rates: As consumers gain confidence in the system, they’re more likely to answer calls, leading to higher call completion rates.
- Regulatory Compliance: With regulatory bodies enforcing STIR/SHAKEN, compliance can avoid potential fines and protect business reputation.
Conclusion
Understanding STIR/SHAKEN is a step towards maintaining the integrity of customer engagement in an increasingly connected world. As we continue this series, we’ll dive deeper into the STIR/SHAKEN frameworks and their implications for businesses.
Stay tuned for more insights as we continue to navigate the intricate web of STIR/SHAKEN in the realm of customer engagement.
